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Johnny the Bagger A True Story of Customer Service

Facilitator Guide

Copyright © 2007 VisionPoint Productions, Inc., and Barbara Glanz Communications, Inc. All rights reserved. VisionPoint™ and SMART-START® are trademarks owned by VisionPoint Productions, Inc. Unless authorized in writing by VisionPoint Productions, Inc., you are not permitted and it is a violation of VisionPoint’s proprietary rights to:

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For information or to report unauthorized usage, contact VisionPoint at (515) 334-9292. Thank you for your cooperation! These materials are intended for the personal use of the purchaser and/or end user. All other use, including, but not limited to, resale, rental or commercial use, is strictly prohibited, unless authorized in writing by VisionPoint. This product is provided as is without warranties of any kind. VisionPoint and its agents and representatives do not render any legal or professional advice. This product, and any accompanying video, should not be used as a substitute for professional services. If legal or professional advice is needed, please consult with your attorney or professional advisor.

Table of Contents

READ THIS FIRST ............................................................................................1 Letter from the President ......................................................................................................................2 Program Overview....................................................................................................................................3 Program Benefits.......................................................................................................................................4 Program Design .........................................................................................................................................5 Learning Objectives .................................................................................................................................6 How to Use this Training Kit ................................................................................................................. 7 Definitions .....................................................................................................................................................9 Icon Key .......................................................................................................................................................10 Copyright Reminder................................................................................................................................ 11

PLAN THE SESSION .................................................................................... 13 Roles and Responsibilities ................................................................................................................... 14 Overview of Agenda .............................................................................................................................. 16 Preparation Checklist.............................................................................................................................17

CONDUCT THE SESSION.......................................................................... 19 Agenda for 90-Minute Program......................................................................................................20

90-Minute Program Arrival of Participants ...........................................................................................21 90-Minute Program Getting Started.......................................................................................................23 90-Minute Program Getting Focused .....................................................................................................27 90-Minute Program Video and Discussion............................................................................................35 90-Minute Program Delivering Service from the Heart ...................................................................41 90-Minute Program Wrap up the Session.............................................................................................47

Facilitator Guide

2 © 2007 VisionPoint Productions, Inc., and Barbara Glanz Communications, Inc. This page may not be reproduced.

Letter from the President

Thank you for selecting this VisionPoint program to meet your training needs.

This program has been used and approved by trainers and organizations in several

industries and has been updated to reflect current laws, best practices and trends in the

workplace.

We’re committed to providing you with resources! Reproducible participant

materials, video scripts, optional activities and other valuable materials are available

to you at www.visionpoint.com. Resources are updated and added regularly so check

back while preparing for any new training session.

We’re here to support you through the entire training experience! Should you

have any questions before, during or after any training session, please feel free to

contact us at [email protected] or the VisionPoint TrainerTALK™ helpline, 800-

300-8880 x302. Our master trainers, course developers and TrainerSelect™ team are

available to answer questions, share ideas, facilitate training and customize materials

to meet your needs.

Thank you again for choosing VisionPoint! If there is anything I can personally

do to make your experience of working with us and our programs more enjoyable or

effective, please feel free to contact me directly.

Sincerely,

Laura E. Bernstein

Johnny the Bagger

© 2007 VisionPoint Productions, Inc., and Barbara Glanz Communications, Inc. 3 This page may not be reproduced.

Program Overview

This program inspires and motivates employees to provide exceptional service to

both your internal and external customers. The program emphasizes the

opportunity that all employees have to create a positive, memorable experience

for their customers by making personal connections with them and providing

service from the heart.

The program was inspired by a true story about a young man with Down

syndrome who changed the culture of a grocery store by being creative and giving

customers more than they expected. The story about this young man (called

“Johnny” to protect his anonymity) comes from Barbara Glanz’s personal

experience as a professional speaker. After “Johnny” heard her speak at an all-

company meeting in which she asked them, “What can you do, whatever your job

is, to make the customer feel special?” he began adding his special touch (his

“personal signature”) to his work. The “Johnny” story, which Barbara has been

sharing in her presentations since 1998, is featured in The Simple Truths of Service

as Inspired by Johnny the Bagger, which Barbara co-authored with Ken Blanchard.

Facilitator Guide


Program Benefits

Here are the benefits this program can deliver for your employees and for your

organization:

For everyone:

• Increased personal motivation

• Improved productivity

• Increased ability to provide exceptional customer service

• Greater personal pride in their work

For the organization:

• Increased customer excitement

• Increased customer loyalty

• Improved employee and team morale

• Improved employee retention

Johnny the Bagger


How to Use this Training Kit

This training kit is designed to provide all the information and materials you

need to conduct an effective training session.

The complete package includes:

1. This Facilitator Guide

2. Facilitator Resources, which contain optional activities, handout masters and additional suggestions to assist facilitators

3. PowerPoint slides, flipchart masters and other reference information, available as online resources*

4. VHS video – Johnny the Bagger: A True Story of Customer Service

5. DVD**

• Johnny the Bagger: A True Story of Customer Service video

• Service from the Heart video

• Content Expert interview

• TrainerTALK™ interview

6. One ten-pack of Applied Learning Workbooks

7. One ten-pack of notepads and ink pens** (also sold separately in packages of ten)

* To access online resources for this program, visit www.visionpoint.com. From the

Resources menu, select Program Resources. Login and select the program title from the list.

If you do not see this program title listed, please contact [email protected].

**These items included in the Complete Kit only (not the Basic Kit).

Facilitator Guide


If you are an experienced training professional, use this guide as a starting point

as you prepare for training, and be sure to insert your own style, experience and

examples into the session. If you are new to training or the program content,

follow the step-by-step instructions, and use the scripted language to help you

stay focused on the key points and facilitate an effective session.

As you prepare for a session, be sure to review the agenda from beginning to end.

Determine whether you will use any of the optional activities provided in the

Facilitator Resources, and if so, where you will insert them. While the ideas in the

program are universal and can be adopted by any organization in any industry,

you may want to use some of the optional activities to apply the ideas from the

program to your specific organization. Estimated timeframes for each agenda

option assume a group size of 8–15 people. If your session will have fewer or

more participants, it is important to review each step of your agenda and decide

how to best modify discussions and activities to accommodate your group size.

There is always more than one way to approach setting up and positioning

activities. This guide provides best practices, based on trainer review and general

market needs. Should you have any questions about how to best conduct a

particular activity for your organization’s unique needs, please contact our

TrainerTALK™ helpline at 800-300-8880 x302 or [email protected].

VisionPoint’s master trainers and TrainerSelect™ team are happy to answer

questions, share ideas and help customize materials.

Facilitator Guide


Overview of Agenda

This Facilitator Guide provides step-by-step instructions for a 90-minute

program.

You can reinforce key points or customize the training to your organization by

selecting from several optional activities that give participants the opportunity to

practice and apply what they are learning.

Suggestions for optional supplemental activities can be found in the Facilitator

Resources.

Facilitator Guide


Agenda for 90-Minute Program

This Facilitator Guide provides step-by-step instructions for a 90-minute agenda.

This agenda introduces key concepts through video and provides time for

reflection and discussion. All needed participant materials are in the form of

handouts, which can be found in the Facilitator Resources.

Step Item Time #1 Arrival of Participants N/A #2 Getting Started 10 minutes #3 Getting Focused 10 minutes #4 Johnny the Bagger: A True Story of Customer

Service (Video and Discussion) 30 minutes

#5 Delivering Service from the Heart 30 minutes #6 Wrap up the Session 10 minutes Total Estimated Time: 90 minutes

Facilitator Note: You can extend your program by using optional activities found in the Facilitator Resources.

Johnny the Bagger


90-Minute Program Arrival of Participants

Time it takes: From the time you show up until you start the program

What it is about: Managing the environment and getting people settled

What you will need: • Markers • Name tents • PowerPoint Slide #1 (optional; see Facilitator

Note below) • Video – Service from the Heart (optional)

How to do it:

[Facilitator Note: If you would prefer not to use PowerPoint slides for this program, consider preparing flipcharts in advance with the information from the slides.]

1. Get there first! This demonstrates organization

and excitement—and sets a good example. Be

sure the room is set up, the equipment works

and everything is arranged the way you want it.

1

Welcome to Training!

Johnny the BaggerA True Story of Customer Service

2. Display Slide #1 on the screen and/or begin

playing the video 15 minutes prior to the

session start time.

Step 1

Facilitator Guide


3. Greet participants as they enter the room.

4. Ask each participant to use a marker to write his/her name on a name tent (both sides) in letters that are big enough for everyone to read. [Facilitator Note: If you want to extend your program, consider using the Video Activity for Service from the Heart at this point (see Facilitator Resources). You can also use this activity in Step 2. (See Facilitator Note after # 5 in Step 2.)]

Johnny the Bagger


90-Minute Program Getting Started

Time it takes: 10 minutes

What it is about: Introducing the topic, program logistics and each other

What you will need: • Flipchart • Ground Rules flipchart page (See definitions on

page 9 of this Facilitator Guide)

• Parking Lot flipchart page (See definitions on page 9 of this Facilitator Guide)

• PowerPoint Slide #2

How to do it:

1. Introduce yourself in whatever way you think is

appropriate and welcoming.

2. Go over session logistics, including:

• How long the session will take

• When there will be breaks

• Where the restrooms and emergency exits are located

• Ground Rules

• Parking Lot

3. Introduce the program by saying: Today you’re

going to participate in a program that focuses

on how we can provide exceptional service to

Step 2

Facilitator Guide


our customers. Exceptional service happens

when it comes from the heart of each of us.

And anyone, no matter who they are or what

they do in our organization, can make a

difference.

[Facilitator Note: If any participants in the group serve internal clients, make the point that the program applies to providing service to both internal and external customers.]

4. Transition to participant introductions by

saying: Now that I have introduced the

program, let’s get to know one another.

2

IntroductionsYour nameYour job responsibilitiesOne way that people in organizations can deliver exceptional customer service

5. Display Slide #2 and say: Please share with us

your name, job responsibilities and one way

you believe that people in organizations can

deliver exceptional service to their

customers—both internal and external.

Record participants’ responses on a flipchart.

[Facilitator Note: If you want to extend your program, consider using the supplemental Video Activity for Service from the Heart at this point (see Facilitator Resources). Introduce the activity by saying: The video we watched at the beginning of the program mentions that excellent service comes from the heart. Then facilitate the activity using the instructions starting in #3 of the activity.]

Johnny the Bagger


90-Minute Program Getting Focused


What it is about: Introducing the learning objectives and what participants will experience and learn

What you will need: • PowerPoint Slides #3 – 4

How to do it:

1. To get people focused, say: Think of a business

you like to patronize. It could be a restaurant,

a bank, a clothing store or another kind of

business where you go frequently. Why do

you like to go there?

[Possible Responses: I get good service; I get value for my money; they know my name; they make me feel welcome; it’s an enjoyable experience]

2. Summarize participants’ responses by saying:

There are many businesses that provide

similar products or services, but we patronize

certain businesses more often than others

because of the way they make us feel when we

do so. These organizations make us feel good

about doing business with them because they

create a positive and memorable experience

Step 3

Facilitator Guide


for us whenever we go there.

3. Continue the discussion by asking: When you

patronize these businesses, what causes you

to have these positive feelings?

[Possible Responses: the employees thank me for my business; they remember my name; they remember what I like; they go out of their way to answer questions or help me; they solve my problems; they make me feel welcomed; they make me feel special; they give me more than I expected; they enhance the experience by doing something special for me]

4. Refer to appropriate items listed on the

flipchart from the participants’ introductions

and continue the discussion by saying: It’s

been said that business isn’t about business,

it’s about people. Notice that many/most of

the things you listed in your introductions

really deal with person-to-person

connections—rather than business-to-

person connections.

[Facilitator Note: If you want to extend your session, consider using Optional Activity 1 in the Facilitator Resources at this point.]

5. Continue the discussion by asking: Is this kind

of good service something someone can fake?

In other words, can someone create a positive

and memorable experience for a customer if

Johnny the Bagger


90-Minute Program Video and Discussion


What it is about: Introducing the concept that exceptional customer service comes from the inside out (i.e., from person-to-person connections, not business-to-person connections) and the difference that from-the-heart service can make

What you will need: • Video – Johnny the Bagger: A True Story of Customer Service

How to do it:

[Facilitator Note: If you have time and would like to extend the discussion about the video, see the optional questions in the Facilitator Note at the end of Step 4.]

1. Introduce the video by saying: You’re going to

see a remarkable true story about a young

man named Johnny who changes the culture

of a business—a grocery store, to be exact—by

being creative and giving customers more

than they expect.

2. Show the video through to the conclusion of the main program. [Facilitator Note: Stop the video when the screen fades to black and just prior to the graphic, “A Final Thought From Barbara Glanz.” You will use this final message from Barbara at the conclusion

Step 4

Facilitator Guide


of your session.]

3. Review the video and ask: What are your

reactions to/comments about the video?

What are your feelings about what you just

saw?

4. Continue the discussion by saying: Johnny

went on a kind of journey in the video—a

significant change in his thoughts and

actions. Where was Johnny at the beginning

of his journey? What were his thoughts and

feelings about customer service at the

beginning of the story?

[Possible Responses: he felt as if he couldn’t change anything; he wasn’t sure what he could do from his position as “just a bagger”; he was skeptical about his own ability to identify a way to do something special for the store’s customers]

5. Continue the discussion by asking: What

detours or obstacles did he face along the

way?

[Possible Responses: indifference; self-doubt; skepticism from coworkers; lack of response from his neighbor; lack of support or understanding from his boss]

6. Continue the discussion by asking: Where was

Johnny at the end of his journey? What were

Johnny the Bagger


90-Minute Program Delivering Service from the Heart


What it is about: Discussing specific mindsets and actions for providing from-the-heart service

What you will need: • Flipchart • Handouts #1 – 2 • PowerPoint Slides #5 – 6

How to do it:

1. Introduce the discussion of specific mindsets

and actions for providing from-the-heart

service by saying: While Johnny is a real

person, you could think of him as a symbol of

from-the-heart service. To “be a Johnny”

requires three steps.

5

Providing Service from the HeartBelieve you can make a differenceMake the choiceAdd your “personal signature”

2. Display Slide #5. Say: The first step you can

take to “be a Johnny” and provide service

from the heart is to believe you can make a

difference. In other words, develop the

mindset that you really can make a

difference— because you can, just like Johnny

did in his organization. The second step is to

convert the mindset into action and actually

Step 5

Facilitator Guide


choose to make a difference. Don’t just think

you can make a difference—make the choice

to create personal connections with

customers and memorable experiences every

time you interact with them. The last step is

to add your “personal signature” to your

work.

3. Continue the discussion by asking: What

exactly is a “personal signature”?

[Possible Responses: something creative and unique that makes an interaction memorable; something that makes a customer want to do business with you again; something that makes a customer feel special; a personal touch]

4. Continue the discussion by asking: As you

know, each of you has a written signature

that’s all your own. You see it whenever you

sign your name to a document—a letter, a

check, a credit card receipt. It’s personal and

unique. No one else has a signature quite like

yours. In the same way, a “personal

signature” at work is unique. It isn’t

something you select from a list in our

employee handbook. It’s actually something

personal and unique, something no one else

Johnny the Bagger


90-Minute Program Wrap up the Session


What it is about: Formulating a plan of action and evaluating the effectiveness of the training

What you will need: • Applied Learning Workbook for each participant (optional)

• Handout #3 • Program Evaluation forms (found in Online

Resources) • Video - Johnny the Bagger: A True Story of

Customer Service

How to do it:

1. Wrap up the session by saying:

Before we conclude, let’s take a look at the

Parking Lot. Have we addressed everything

on it? Are there any additional questions that

need to be addressed? [Answer any

questions.]

2. Refer participants to their materials, Focus on

the Future and Suggested Actions, Handout #3.

Briefly describe the purpose and contents of

the material, and ask them to complete the

Focus on the Future form. [Allow five minutes.]

Step 6

Facilitator Guide


3. Ask participants if any of them are willing to

share their plans from the Focus on the Future

form or any highlights of what they have

learned today.

4. Distribute a copy of the Applied Learning

Workbook to each participant and say: This

book offers 52 reflection exercises that will

help you gain an even greater insight into

what it means to provide from the heart

service. It will help you continually find new

and better ways to put the things we’ve talked

about today into practice on the job. The

activities in this book are not time

consuming or difficult; but they will make

you think. I encourage everyone to make a

commitment to go through one exercise each

week. I think you’ll be amazed at what you

learn about yourself and your customers.

5. Hand out the Program Evaluation forms and say:

Your evaluation of this program is very

important. Please be specific about what you

liked, what you didn’t like and how this

program could be improved.

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